Use your Council Tax and Housing Benefit expertise to help residents resolve complex enquiries. Our Council clients are seeking a Senior Customer Service Advisor to support their Revenues and Benefits contact centre via telephone and webchat.
The role
- Resolve Council Tax billing, collection and recovery enquiries.
- Explain Housing Benefit and Council Tax Support awards, entitlement and decisions.
- Set up payment plans and help customers understand payment arrangements.
- Support residents facing financial difficulties and handle sensitive information confidentially.
- Encourage online self-service and aim to resolve enquiries at first contact.
- Provide specialist technical advice and deputise for the Team Manager when required.
- Support service improvements, user acceptance testing (UAT) and cross-service training.
What you’ll bring
- Specialist knowledge of Council Tax, Council Tax Support and Housing Benefit enquiries, regulations and policies.
- Local government customer service experience in a busy, multi-service contact centre.
- Experience providing subject matter expertise in Council Tax, Council Tax Support and/or Housing Benefit.
- Ability to navigate Civica Open Revenues and D360 systems.
- Confidence interpreting account information and analytics to support accurate payment plans.
- Clear spoken and written English, accurate record-keeping and a courteous approach.
- Ability to manage complex calls, support vulnerable customers and elevate appropriately.
Desirable: Webchat experience and the ability to communicate in another language.
Hybrid working
Work from home and attend the office twice a week. Additional office days may be required to meet service needs.
DBHRSolutions is acting as the employing business for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates
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Senior Customer Service Advisor – Revenues & Benefits in Enfield employer: Diamond Blaque HR Solutions
Join a dynamic public-sector repair service where your skills in scheduling and customer service will make a real difference. We pride ourselves on fostering a supportive work culture that values diversity and inclusion, offering opportunities for professional growth and development. With a focus on teamwork and community impact, this role provides a meaningful career path in a rewarding environment.
Contact Details:
Diamond Blaque HR Solutions Recruitment Team
